Business Support Manager

The Field Support team is responsible for the full contractor lifecycle including on/off-boarding payroll and customer support. The Business Support Manager (BSM) is a natural leader who is able to inspire others and drive results. The BSM oversees and ensures operational compliance to policies and procedures maintains day to day management of and provides development to the Business Support Team.

Serving as the primary point of contact for the Field within GTAC the BSM ensures ongoing quality and consistency of service as it relates to our candidates contract employees clients and internal partners.
 

Core Responsibilities:

Internal Recruiting

Recruit interview hire manage and offboard Field Support personnel for their assigned team

Conduct internal new hire orientation

Ensure the consistency quality and timeliness of new hire onboarding process including ordering any necessary equipment/technology and ensuring it is ready prior to their start date

Team Development

Accountable for the training and development of Field Support personnel managed through regular performance assessments and goal setting

Drives results through day to day management of team reviewing performance against targets and the success of and compliance with operational processes.

Ensure FSG teams daily execution of tasks/activities reflect our organizational philosophies

Evaluate talent and work with individual team members to build development plans which align to individual and business goals

Inspire and motivate team to create a high-performance environment

Set clear performance expectations ensure compliance and recognize success

Support ad-hoc duties

Customer Service

Responsible for the delivery of the highest level of customer service both internal and external

Partner with internal leaders and department managers to address escalated issues and/or special projects and ensure timely resolution with appropriate follow up

Build and maintain effective working relationships within the Client and Leaders to support the team and business objectives

Support implementation and manage process improvement change across the team

Provide weekly performance updates

Operational Excellence

Encourages a culture of accountability and open communication by setting realistic and personal stretch objectives to drive their team to achieve peak productivity

Manages coaches and develops their team

Track and review individual and team performance on a regular basis against targets. Identify areas of improvement and implement updates with training as needed.

Continuous focus on improving the efficiency of the Team in terms of Staff to Output ratio improvement

Maintain a high-level overview of key systems and processes

Acting as SME for the team

Serve as an escalation point for complex enquiries and act as final point of escalation on issues relating to customer account issues

Able to quickly analyze and respond to multiple situations ensuring prompt resolution

Supports GTAC Manager in creating the departments strategic objectives and pro-actively communicates and drives the strategic vision with their team

Continually demonstrates and drives the value proposition of the Field Support team

Engage with key stakeholders to drive process improvement and efficiency

Responsible for auditing business critical data

Special projects as assigned

Qualifications :

Ability to inspire and drive action

Excellent leadership and interpersonal skills

Confident assertive and resilient

Excellent written/oral communication

Thinks and acts with perspective

Strong problem solving and analytical skills

Seeks growth and self-improvement through feedback

Action and detail oriented; able to prioritize while handling multiple tasks

Works with urgency where required and maintains a high level of customer focus

Strong decision making ability; is looked to for direction in a crisis

Strategically plans ways to demonstrate superior customer service

Builds a network of professional partnerships by seeking out and strengthening relationships both internally and externally

Ability to initiate action in order to accomplish goals or develop self without explicit instructions

Ability to tackle complex issues and develop innovative practical solutions

Can effectively communicate the rationale for change and orchestrate the pace for change to maintain operating effectiveness

Thorough knowledge of business policies and relevant human resource practices Understanding of the Allegis organization; context complexity dynamics key issues and drivers

Extended experience of managing a small to medium sized team

Creates an inclusive work environment that encourages embraces values and respects the unique talent ideas and skills each employee contributes

Ability to assess direct report performance. Identify areas of improvement and provide coaching/training when required

Interpret business critical information and understand how this data is used to make decisions and drive action

Additional Information :

As a workplace we focus on relationships with each other our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives backgrounds and ideas drive innovation and make us successful.

See what its like to work at AGS by searching #LifeAtAGS on any social network.

Remote Work :

No

Employment Type :

Full-time